I got a computer in Dec. of 2007 and a digital camera in Aug 2008. I purchased an extended warranty for both. The laptop warranty included a free replacement battery and ac/adaptor. The camera warranty included refurbishment to original condition or in-store refund.
Recently (about 3 weeks ago) I went in to the Best Buy in San Francisco to get my replacement battery and drop of the camera for refurbishment. I dropped them both off, got one form (for the laptop) and nothing for the camera. I'm hitting myself for not having a form for the camera as I type this. After dropping them off I figured that what the geek squad agent said would be what would happen. I could not have been more wrong. I was told that my laptop battery would take a week and the camera would be ready in a couple of days.
2 weeks into this experience I decided to call into best buy, SF, and speak with the Geek Squad. The phone rang for 5 minutes....no answer. I back and wanted to speak to any customer service person and as soon as I was connected I told him my problem and before I had a chance to say that I had already tried to call the geek squad department at the store, he transferred me back to the never ending ring tone. I called back asked him to look up the status and after explaining the situation to him, he told me that both "would take just a few more days."
In the end, this phone call will put me at a total of 8 best buy people for the day and 59 minutes (based on my call-timers on my verizon phone). The first person was a customer service rep at the SF store who told me that Geek Squad was very busy and that he would take my contact info down and the the geek squad would call me back as if I was next in line at the store. I never got a call. The second person I talked to today was another customer service rep at the store. Again I had to tell him the story, ask that he not transfer me to geek squad since a call never gets answered there. He did put me on hold, and then picked up again from geek squad. He put me on the phone with a geek squad member and that is when all heck (this forum would not allow stronger language) broke loose.
No record of my camera repair, no record of my laptop battery replacement.
After some haggling he found my camera order and told me it takes three weeks to fix. I then asked him if it should be ready this week and he then told me that no one had started working on it yet. Aggravated, and knowing that we have not gotten to the computer part of the problem, I decided to end the camera portion of the discussion.
The laptop was a whole different story. Geek Squad was person number 3 of the day
Since my laptop was covered an extended warranty, he said that I should check with 1888BestBuy. Thats when I talk to someone in the first tier of customter service at 1888BestBuy. Person number 4. She had no idea what was going on. Thats when I got transfered to the fancy "consumer relations." She was now person number 5. She was a great help: asked me for the phone number used to place the order, some other info, and we finally found it. She took down a complaint against the store (her idea, not mine) and transferred me to parts with next day shipping. The parts guy is person number 6. He then told me he only got the order for the battery and not the ac adaptor. (we were so close to being done). I had to be transferred back to the consumer relations, ask him to please make sure that he gets the order for the AC adaptor in addition to the battery. He was person number 7. He then transferred me back to the parts department and that guy would be person number 8.
this could all have been avoided if the person that took in the both repairs would have done the job right. I have his employee number and would gladly give it up, should anybody at best buy want it.
@Dorothy_BestBuy
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